From 3rd November 2026, you'll get support through the Access Digital Assistant, which is available in My Access Portal. The Support Portal will then close, and all support requests will move to this improved platform.
⚠️Important: From 3rd November 2026, you won't be able to raise new cases in the Support Portal. Raise all new support requests through the Access Digital Assistant instead.
What is the Access Digital Assistant?
The Access Digital Assistant provides quick, automated answers to help you resolve questions efficiently. It can guide you through troubleshooting steps, offer tailored suggestions, and surface relevant help content.
What are the benefits?
The Access Digital Assistant gives you faster, more convenient support whenever you need it:
Get instant answers to questions: Receive immediate responses to your queries without waiting.
Browse help articles on demand: Explore a comprehensive library of resources at your fingertips.
Get support 24 hours a day, seven days a week: Find assistance whenever it suits you, day or night.
Escalate to our team: When you need human help, entitled contacts can escalate to our Support Engineers.
📌 Note: If you need to speak to the support team outside normal hours, the Access Digital Assistant will pass your query to the team, and they'll respond as soon as they're back online.
How it works
Your new support experience is designed to help you find the right support route quickly. You'll have three options: when you get help through the Access Digital Assistant;
Ask a Question: Get instant help and guidance from our artificial intelligence support assistant. If the Access Digital Assistant can't resolve your query, we'll transfer your conversation to our human support team for further help.
Raise a Request: Submit a ticket instantly when you information or a specific action from our support team.
Raise an Incident: Quickly log a ticket when something isn't working as expected and requires investigation.
Use the Access Digital Assistant
Watch the video below to learn how to use the Access Digital Assistant;
You can also follow these simple steps:
In MyAccess, click on the circle icon in the bottom-right corner.
Click Select a product, then select the product your question is for.
Ask a question
Click Ask a question, and enter your query.
Here are some tips to get the best answers:
Keep questions short and clear.
Rephrase or break down complex issues if needed.
Start a new conversation for unrelated topics. Avoid overly specific, personal-data-focused queries.
Review the guidance or open the suggested articles
Let us know if it answered your question, or if you need further help.
Provide feedback
At the end of your conversation, the Access Digital Assistant will ask whether your question was answered. Your feedback helps us improve both the assistant and our support experience. It also ensures you're routed to human support when needed.
Raise a request or incident
To raise a request or incident on MyAccess Portal, follow these simple steps:
Click the Access Digital Assistant icon in the bottom right corner.
Click Service Request or Incidents and fill out the necessary information.
Service request: Request information or a specific action from the support team.
Incident: Let us know when something isn't working as expected and requires investigation.
Click Create ticket.
View support tickets
If the Access Digital Assistant has escalated your query to the support team and it needs further investigation, they’ll convert your conversation into a ticket. To view the status of your ticket, follow the steps below:
In the Access Digital Assistant, click the Tickets icon.
Here you can:
Review: Select the ticket.
Reply: Select a ticket, then type your message.
Download the transcript: Click the three-dot menu, then select Download transcript.
📌 Note: If you don’t see the Tickets icon, you don’t have any tickets.
Further support
Your Customer Success Plan determines which support channels are available to you:
Named Support Contacts on any Customer Success Plan level can use the Access Digital Assistant.
Customers on a Standard or Premier Customer Success Plan, may have access to other channels too.
🤓 Tip: If you’re not a named contact, your internal named contact can interact with the Access Digital Assistant on your behalf.
Our account support experience
If you have queries about your account or contract with The Access Group, you can use our Account Support experience for support on a range of topics, including:
Obtaining invoices and account statements.
Making remittances.
Understanding the account reconciliation process.
Setting up a direct debit.
Managing purchase orders and invoices.
Requesting company name changes.
Updating addresses or contact details.
Make a complaint.